Saturday, October 19, 2013


After a running battle with a financial company, that shall remain nameless for now, I am finally at my wits end with it all. I have just sent them the most balanced email I possibly could at this time. Right now I am full of anger and contempt with them for the way they are behaving, and can understand why they have come under such intense fire from the media over recent months.

I am of course going to follow up this matter, and forward it to anyone who might like to take a bite out of them, as well as the financial ombudsman and maybe a few media outlets, given their unauthorised activity on my bank account today.


As my letter and blog writing skills show, im mind is not my own right now.

Dear Sir / Madam
I have just come off the phone from one of your agents after having probably THE worst customer 'care' ever. I am outraged at the events on the phone, as well as how your company has behaved over this matter. I therefore wish to advise you of my intentions to approach the Financial Ombudsman with this complaint.
Please see below the catalogue of errors which has lead to this issue.
A few months (payments) back my debit card was changed. Forgetting to advise yourselves, I rightfully received an email saying my payment had failed, and that I needed to call. I did so, and made payment there and then, as well as giving my details and authorisation for future automated payments to be taken.
Last month I received an email saying it had failed again. So I phoned up only to be told they could not check anything or change anything as the computer systems were down, and to try calling back later. Which I did.
I was then told that the payment had gone through fine, the email was an error, and all would be well THIS month.
Well, yesterday I received an email saying my payment had failed yet again. Not having time to stay on hold as the wait was a long time, I emailed, to which I received no response. Today I received an email saying the payment had failed, the plan was cancelled and that an attempt would be made to take the full amount tonight.
Let me just take that last email for a second and try and work this out. Your system and my bank for some how doesn't allow you to take 10% of the sum owed, so somehow the logical thing to do is to use the same system and bank details to take 100%. That makes sense doesn't it!
So, I have called your call centre again today, and this is where my biggest issue really starts. The scripted drone that I spoke with advised me that your systems were running very slowly today, so getting my details up would take a while, while waiting she asked me various security questions, and details of the existing arrangement and payments. While doing so she enquired about the agreement amount, which I told her of. Shortly after she asked for the last 4 digits of the card being used, and the security code, which I also told her. After a short pause she said 'ok that payment has gone through today'. I enquired what payment she meant, was the system showing the same as last month and had in fact collected payment. No she replied, the payment I just requested...
This is appauling that without so much as 'would you like me to try and collect a payment from your card now' or similar, she authorised herself to take payment on behalf of your company. Therefore I protest at this unauthorised payment being taken from my account in this way, and will be formally advising the financial ombudsman of my experience with yourselves. From what I see in the media, im sure it will just be one of many.
Falling into financial hardship is bad enough, without complete jokes of companies like your own behaving in the way you do.
On the ending of the conversation she also advised me that she had set up a payment plan that would come out on the 18th of each month from Nov. Once again, please accept this as my notification of intent towards your company. IF the payment fails for any reason other than fault of my own, and I receive the same automated email threatening to systematically milk my account of every penny you can, I will immediately cancel payment and willingly forfeit the settlement, with the explicit intention of taking legal action.
For the whole time, I have maintained my side of the agreement, but on a monthly basis you fail on your side time and time again, with escalating incompetence.
I expect this matter to be thoroughly investigated, and for a completely human typed, non templated response to be sent to me explaining the actions of the agent today, and explaining why oh why something as simple as this cannot be maintained.
I really hope this matter can be resolved properly once and for all.
Thank you sincerely for ruining the start to my weekend.
Michael Snasdell
PS, this letter is being published on my blog at the same time of sending. The company name has been withheld at this point out of common courtesy. 

In a hilarious twist, the company concerned have just replied to my email, stating they cant find a record of me, and for me to supply more information for them to be able to help me. I wonder if they have 'lost' my account finance information too, I doubt it eh ! 

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